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Zoho CRM: Workflow Automation for WhatsApp Notifications
This document explains how to use Zoho CRM’s workflow rules to automatically send WhatsApp notifications. This powerful feature lets you trigger messages based on specific events in your CRM, ensuring timely communication with your leads and customers.
Benefits of WhatsApp Notifications from Zoho CRM
- Send Messages from Different Modules: You can send WhatsApp notifications directly from the Leads, Contacts, and Deals modules.
- Trigger Messages via Workflows: Set up automated workflows to send messages when a specific event occurs, such as a new deal being created or a lead’s status changing.
Step by Step Guide
Here’s how to create a workflow rule to send a WhatsApp notification:
- Navigate to Workflow Rules: In your Zoho CRM, go to Setup > Automation > Workflow Rules.
- Create a New Rule: Click the “Create Rule” button. Choose the module you want to create the rule for (e.g., Deals). Give your rule a name (e.g., “Send WhatsApp on Deal Won”) and a brief description.
- Choose a Trigger: This determines when the workflow will start. Select a trigger that fits your needs. Common options are:
- “On a record action”: This is the most common trigger. Use it to send a message when a record is created, updated, or deleted.
- “On a date/time”: Perfect for sending reminders or follow-ups on a specific date.
- “On a field update”: A great choice for sending a notification when a specific field’s value changes, like when the “Deal Stage” changes to “Closed Won.”
- Set the Rule Conditions: Specify the criteria that must be met for the workflow to run. For example, if you want to send a message only when a deal is closed, the condition would be: “Deal Stage is ‘Closed Won’.”
- Add an Action: Under “Instant Actions,” click the “+” sign and hover the “Custom Actions”.
- Select the Function: Select the “SendWhatsappNotifications(chatondesk)” function from the list of available functions.
- Configure the Action: A pop-up will appear where you can configure the message.
- Choose a Template: Select the WhatsApp template you want to send.
- Map the Phone Number: Choose the field that contains the recipient’s phone number (e.g., “Mobile” or “Phone”).
- Save: Click “Save” to finalize the workflow action.
- Save the Workflow Rule: Click “Save” to activate the entire workflow rule.
Frequently Asked Questions (FAQ)
Q1: I don’t see the button on the record page?
Make sure the extension has been properly installed and configured for the specific module.
Q2: The message isn’t sending?
- Check that the phone number field for the record is populated and is in a valid international format (e.g., +91XXXXXXXXXX). Also, ensure your WhatsApp account is correctly linked to the extension.
I hope this helps you create a professional and effective documentation for your extension.